Total Quality Management In Kenyan Coffee House Revenue Generation

Abstract

The study's main aim was to analyze the role of total quality management principles in Kenyan coffee house revenue generation. Specifically; to assess the effects of continuous process improvement on coffee house revenue generation, to analyze the effects of supplier partnering on coffee house revenue generation, to evaluate the effects of customer satisfaction on coffee house revenue generation, to explore the effect of quality control on coffee house revenue generation. A census on Forty one Branch Managers working in the themed coffee house branches in Nairobi, Mombasa and Nakuru was used in this study. A questionnaire was used for data collection. The European Foundation for Quality Management model (EFQM) was used in guiding the research. Descriptive statistics such of means, standard deviation and frequency distribution were used to analyze the data. The data was presented in form of frequency tables, graphs and pie charts. A regression model was generated to establish the relationship between the dependent variable, revenue generation and the independent variables, continuous process improvement, supplier partnering, customer satisfaction and quality control. The .coefficient of the variables was as follows; Continuous Process ImrovementO.969, Supplier Partnering 0.066, Customer Satisfaction 1.051 and Quality control 0.114 hence the regression model showed that Customer Satisfaction (X3) had the greatest effects on the themed coffee house revenue generation with a coefficient of 1.051. This was followed by Continuous Process Improvement/Xi) with a coefficient of 0.969, followed by Quality Control/Xa) with a coefficient of 0.114 and finally Supplier Partneringt.X-) with a coefficient of 0.066. Further, the regression model generated R2 value of 0.832 meaning 83.2% of the population can be explained by research variables. P value from F-test statistics (F=I1.66) was significant at 0% level (sig.F<O.005), confirming the models fitness. The study variables had a positive relationship and all the P values were less than 5% hence a conclusion on the population was made, implying that study variables had significant positive impact on the themed coffee house revenue generation. TQM principles have positive effects on overall business performance. The study recommends that the coffee houses should focus more on conformity with industry standards of operation and involve employees more in continuous process improvement programs of the organization.